Role Introduction
Reports To: Lead or Assistant Manager
GBS will be Cathay Pacifics trusted partner in establishing end to end processes and services to deliver value through simplification, innovation and automation.
The ultimate purpose of this role is to deliver quality services, in a cost effective and efficient way, to all business units / subsidiaries, employees and external stakeholders.
This role is accomplished by supporting and providing inputs to projects on, for example:
- Standardization and simplification of policies and procedures
- Review of existing tools on documentation and information management
- Proposal and implementation of improvement initiatives such as lean, robotics, and ECM
- Improvement of GBS presence throughout internal communication channels
Key Responsibilities
Employee Services team is part of the Hire to Retire (Employee Services) stream which provides services and administration of the end-to-end transactional activities associated with the employee experience for employees and business units. The stream currently covers on-boarding, employee benefits, employee mobility, and off-boarding activities, and the scope is under expansion.
- Provide timely and efficient administrative support to employees, the People department, line managers, and external stakeholders, ensuring compliance with relevant legislation, corporate/local policies, and industry best practices throughout the Hire to Retire stream.
- Undertake a full range of people-related administrative responsibilities, including:
- Maintaining up-to-date and accurate employee records (both paper-based and electronic).
- Entering employee data into systems in a timely, accurate, and consistent manner.
- Responding to and resolving enquiries, issues, and complaints, escalating them as necessary to the Lead/Assistant Manager.
- Establishing a positive rapport with colleagues and customers to ensure clear and appropriate communication.
- Ensure consistent administration support to managers, employees, and external parties within agreed parameters to maximize efficiency and confidence.
- Administer people-related activities in accordance with established procedures, standards, and timelines as defined by Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Work closely with business units across the Hire to Retire stream.
- Assist Customer Services by providing FAQs and transcripts for general inquiries, and resolving specific employee-related inquiries escalated from Customer Services.
- Apply Lean processes to meet or exceed customer requirements and participate in process optimization initiatives as needed.
- Maintain confidentiality and adhere to data protection guidelines when handling sensitive information.
Requirements
- Tertiary education in business, HR, or a relevant discipline
- 3+ years of experience in general HR administration within a General Business Services or Shared Services environment; less experience will be considered for junior roles
- Ability to collect and evaluate data to support decision making
- Customer-centric mindset
- Good influencing, interpersonal skills and communication skills
- Capability to work independently with strong sense of responsibility
- Proficient in written and spoken English and Chinese (Cantonese)
- Open-mindedness in adopting new technologies
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
